Webcall

Description

1. INTRODUCTION

1.1 Document Objectives

This document presents the Product Requirements Specification for the initial phase of the Webcall product. It describes at a high level the operation of the application, proposes a conceptual solution approach, and provides more in-depth detail around specific requirements for the application.

These product requirements will be assessed by Professional Services and Engineering for feasibility (both development effort and technical feasibility), then serve as the basis for the development of the solution Functional Specifications, software, test cases, etc.

In addition, this document provides some limited market analysis and background information to assist Professional Services and Engineering in specification, design and development of the product and underlying platform.

1.2 Project Goal

The objective of the project is to deliver a production quality application which will allow our customer to offer Web-based call back services to their international customer in several Caribbean and Central American countries.

1.3 Project Scope

This project will encompass the basic capabilities of the following key areas of functionality:

• • Web Interface for following functions:
    • Subscriber, Organization and System Administration
    • Placing calls
  • Provisioning Interface accessible via remote dial-up/telnet session (System Administrator access only)
  • Telephone Interface for subscribers
  • Call Detail Records

Future phases and additional features beyond those specified herein will be considered separate projects, and will be sponsored by their own business cases and project justification. These include additional language and capability.

1.4 Risks

It is assumed that Webcall will run on the TAS 8.0 platform, therefore the availability of the platform presets a risk.

1.5 Assumptions and Dependencies

It is assumed that the application will execute on the TAS 8.0 platform.

The following dependencies have been identified in relation to the development of Webcall:

• • Availability of the TAS 8.0 platform
    1.6 Requirements Classification

The detailed requirements are classified according to the urgency with that they must be included in the application The classification categories are:

• • Mandatory (M)—The application must conform to the requirement.
  • Highly Desirable (HD)—The requirement is very important to the application in terms of its competitiveness and/or completes. Effort should be made to include this requirement in the finished product.
  • Desirable (D)—The feature would be beneficial to users of the application and would assist in the competitiveness and salability of the product.
  • Future (F)—Indication that this feature will be required in a future version of the application. Largely for information purposes and steps should be taken in the current release to facilitate later addition of the feature.
    2. Background
    2.1 Business Objective

The Business Objective for Webcall is to provide WebCall with and international callback application that will allow their subscribers to request a call set up to originate both calling legs from the U.S.

2.2 Markets

WebCall is a new division of Executive Assistant, a small Service Provider based in Miami, Fla. Its customers will be international individual end users and small businesses.

Usage volume estimates are unavailable at the current time.

2.3 Conceptual Product Description

The diagram below shows a high level conceptual view of Webcall and its environment.

3. Webcall System Users

3.1 Introduction

The primary Users of Webcall will be international small businesses employees.

3.2 Subscriber

A Subscriber is classified as the primary user of the application. A Subscriber has the ability to initiate calls and preform personal account maintenance via a web interface.

3.3 External Caller

A secondary user of the application is an external caller. No special features are required for the subscriber's called party The subscriber's called party's experience will be the same as if the subscriber dialed the number directly.

3.4 Organization Administrator

An Organization Administrator is responsible for the management of all aspects of the application for a company or a dependant with subscribers using the application. An Organization Ad at is able to create, delete, modify and suspend subscriber accounts.

3.5 System Administrator

The System Administrator is responsible for the management of the underlying platform and physical and logical system resources. This includes installing, staring, and stopping the execution of the application. The System Administrator has the ability to perform all Organization Administrator functions.

3.6 Webcall IIc Support

A Webcall IIc Support User will have access to perform maintenance functions on the system. In addition to overall System Administrator functionality, Webcall lic Support may require functions for license key management, software installation and configuration options, and perhaps the exercise of additional logging or other debugging tools.

3.7 External Operational Support Systems

Interfaces for external OSS are required to be implemented for the following functions:

• • Monitoring health of the application and underlying hardware platform
  • Monitoring load on the application and platform
  • Extracting billing records

Interfaces may be may be asynchronous ASCII, SNMP, FTP or other.

4. Interface Requirements

4.1 User Interfaces

Three mechanisms for Human interface will be required for the Webcall, including the following:

• • WEB Interface (GUI)—Used by Subscribers, and Organization and System Administrators, and provides the following functionality:
    • Subscriber Administration
    • Account Balance Administration
    • Call Set Up
    • Ability to Pie Calls
    • Organization Administration
    • System Administration
    • Billing Administration
  • Telephone Interface (TUI)—Used by Subscribers to instruct Webcall to perform system functions.
  • Menu Driven Provisioning Interface (MDI)—Used by System Administrator for provisioning of subscriber accounts via a remote dial-in/telnet session.

The following describes some of the physical and high level features of the user interfaces, with the functional aspects of these described in the following section.

Feature
ID	Feature name	Description	M/HD/D
4.1.1	Subscriber Access
4.1.1.1	Min and Maximum	The System Administrator	M
	Password Length	will have set a minimum
		(6) and maximum length
		(14) of password to which
		the User must adhere.
4.1.1.2	Encrypted storage	All passwords must be	M
	of passwords	stored in encrypted
		fashion. Administrators
		may NOT read them
		in plaintext.
4.1.2	Subscriber
	Interface
	Company branding	Purchaser must be able
	and Customization	to customize the login
		screen with their logo
		and brief instructions.
4.1.2.1	HTTP 1.1	The system must support	M
		HTTP 1.1 over TCP/IP
		for the web access.
4.1.2..2	HTTPS	As an option for deployment,	M
		the system must support
		HTTPS (secure) over TCP/IP
		for the web access.
4.1.2..3	SSL Option	Purchaser must have the	M
		option of deploying
		the application using a
		secure web server, Secure
		Sockets Layer and HTTPS.
4.1.3	Language Support
4.1.3.1	Initial support	The initial release of	M
	for American	Webcall must support the
	English	English language (American
		dialect).
		Additional languages for	F
		prompts and web interface
		are a future requirement.

4.2 External System Interfaces

Requirements Related to External System interfaces

Feature
ID	Feature name	Description	M/HD/D
4.2.1	Billing
	Requirements
4.2.1.1	Integration with	The Webcall application	M
	External Billing	is required to integrate
	System	with the Active
		Telemanage Corp Billing
		System.
		(www.activetel.com)
4.2.1.2	CDRs Pull	The customer will have	M
		the ability to pull CDR
		at X number of intervals
		per 24 hours.
4.2.1.3	CDR Storage	CDRs should be stored	M
		for 7 days, and
		automatically deleted
		on day 8.
4.2.1.3	CDR Back Up	Back up CDRs should be	M
	Files	abled to stored on
		both a CD and or
		network server
4.2.2	Rating Interface
4.2.2.1	Integration with	The Webcall application	M
	3rd Party Rating	is required to integrate
	System	with the Active Telemanage
		Corp Billing System to
		provide rating functionality.
		Please refer to section
		5.6 for more details

5. Functional Requirements
5.1 Introduction

This section describes the functional feature requirements of Webcall. The capabilities are defined against the class of user who will require the feature.

5.2 Subscriber Functions

The following table defines the functional features required for the Subscriber interface in the Webcall application.

Feature
ID	Feature name	Description	M/HD/D
5.2.1	Subscriber
	Login
5.2.1.1	Login	Secure login to the system	M
		requiring a user ID
		and password.
5.2.1.2	Reset Password	User may initiate the reset	M
		and sending of a
		temporary new password
		to the user's email if
		it has been forgotten.
5.2.1.3	Logout	Subscriber may logout of	M
		the application
		without impacting the call.
5.2.2	Subscriber
	Administration
5.2.2.1	Change Password	The ability to change a	M
		password used over the
		GUI.
5.2.2.2	Modify Subscriber	Subscriber can modify	M
	Account	their callback numbers
		and callback number
		labels.
5.2.3	Place Calls
5.2.3.1	Initiate Call(s)	Subscriber can initiate a	M
	via Web Interface	call for the selected
		destination.
5.2.3.2	Subscriber Accept	The system will dial the	M
	Call from System	subscriber's callback
		number, before initiating
		the call to the
		destination. The subscriber
		MUST accept the call.
		(Accept Call DTMF = 2)
5.2.3.3	Prompt at	Upon completion of a call,	M
	completion of call	the subscriber is prompted
		via the TUI if they wish
		to terminate the call, place
		the next call, or skip over
		number. (Terminate Call
		DTMF = 8, Next Call
		DTMF = 6, Skip Number
		DTMF = 7)
5.2.3.4	Initiate Call(s)	Upon successful completion	M
	via DTMF	of all web entered numbers,
		the subscriber is prompted
		via the TUI if they wish to
		terminate the call or place
		a call via DTMF. (Terminate
		Call DTMF = 8,
		Place Call via DTMF = 3)
5.2.3.5	Re-attempt	If a call should not be	M
	incomplete calls	completed successfully,
		i.e. busy signal, the system
		will ask the subscriber if
		they would like to reattempt
		to connect to the incomplete
		calls. (Re-attempt = 9)
5.2.3.6	Return to Main	If the subscriber receives a	M
	Menu	ring no answer or voicemail,
		they can enter a combination
		of DTMFs to be returned to
		the main menu.
		(Cancel Call = *22)
5.2.3.7	Return on Busy	System informs Subscriber	M
		line is busy, and
		returns to main menu.
5.2.3.8	Balance Update	After the completion of each	M
		leg of a call, if the
		subscriber refreshes his/her
		screen the balance
		field will be updated.
5.2.3.9	End on	The call ends when the	M
	Subscriber exit	Subscriber hangs up.

5.3 Organization Administrator Functions

The following outlines the feature requirements for the Organization Administrator (OA). These Administrators will access Webcall using the Web interface.

Feature
ID	Feature name	Description	M/HD/D
5.3.1	Organization
	Admin Login
5.3.1.1	Login	Secure login to the system	M
		requiring a User ID and
		password. The system will
		NOT allow the users to save
		their user id and password.
5.3.1.2	Change Password	The ability to change a	M
		password, where a
		password is used to
		access the GUI.
5.3.1.4	Logout	Subscriber may logout	M
		of the GUI.
5.3.2	Subscriber Account
	Management
5.3.2.1	Create Subscriber	Ability to create a	M
	Account	subscriber account.
5.3.2.2	Modify Subscriber	OA can modify the	M
	Account	subscriber's account
		information.
5.3.2.3	Delete Subscriber	OA may delete the	M
	Account	subscriber account.
5.3.2.4	Suspend Subscriber	OA may suspend the	M
	Account	subscriber account,
		preventing them from
		logging into the system
		but leaving the data in
		the system.
5.3.2.5	Resume Subscriber	OA may remove the	M
	Account	suspension of access to
		the subscriber account.
5.3.2.6	Create Account	The system must have a	M
	Balance	field for the OA to be
		able to enter a balance
		for each subscriber
5.3.2.7	Modify Account	The ability to adjust the	M
	Balance	subscriber balance
5.3.3	Management
	Reports
5.3.3.1	View Call Log	OA may view a log of all	M
		completed calls for
		the organization.
5.3.3.2	View Subscriber	OA may view a list of all	M
	Account Balances	subscribers and
		outstanding balances
5.3.3.3	View Negative	OA may view a list of all	M
	Balance Accounts	subscribers who are
		carrying a negative balance.

5.4 System Administrator Functions

There are two major categories of functionality for the System Administrators.

• • Managing system health
  • Managing Organization and their administrators

The following section outlines requirements for managing Organizations and Administrators.

Certain functions must be available over the Web GUI, while the majority may only be required over a Menu Driven Interface (MDI). The following also assumes the System Administrator has access to general system functions such as DBMS back-up utilities, FTP and file copy, process start/top, etc.

Feature
ID	Feature name	Description	M/HD/D
5.4.1	System Admin
	Access
5.4.1.1	Login	Secure login to the system	M
		requiring a User
		ID and password.
5.4.1.2	Change	The ability to change a	M
	Password	password, where a
		password is used to
		access the Web or MDI.
5.4.1.3	Modify	Change Password or other	M
	Profile	Administrator
		profile information.
5.4.1.4	Logout	Administrator may logout	M
		of the Web GUI or MDI.
5.4.2	Organization
	Management
5.4.2.1	Create	Ability to create an	M
	Organization	organization.
5.4.2.2	Modify	Ability to modify an	M
	Organization	organization definition.
5.4.2.3	Delete	Ability to delete an	M
	Organization	organization.
5.4.2.4	Suspend	Ability to suspend an	M
	Organization	organization and all
		of its subscribers.
5.4.2.5	Create	Ability to create an	M
	Organization	Account for an OA.
	Administrator
5.4.2.6	Modify	Ability to modify an	M
	Organization	Account for an OA.
	Administrator
5.4.2.7	Delete	Ability to delete an	M
	Organization	Account for an OA.
	Administrator
5.4.2.8	Suspend	Ability to suspend an	M
	Organization	account for an OA.
	Administrator
5.4.3	System
	Management
	Reports
5.4.3.1	View Call	A log of total number of
	Totals	call legs, and number of
		minutes accumulated for
		the subscriber and
		destination legs.
5.4.3.2	View Port	A plot of the past Port	M
	Utilization -	usage statistics
	Historic
5.4.3.3	View Call	SA may view the current	M
	Usage	calls in progress.
5.4.3.4	View Call	SA may view a log of all	M
	Log	completed calls
		for a specified period.

5.5 Rating Functions

The following table defines the functional is required for the rating all calls initiated via the Webcall application.

Feature
ID	Feature name	Description	M/HD/D
5.5.1	Web Interface
5.5.1.1	Input Subscriber	The system must provide an	M
	Balance	account balance field for
		administrators to input a
		subscriber's balance
5.5.1.1	Subscriber	The system must provide an	M
	Balance	account balance field for
		subscribers to clearly see
		their account balance. This
		field may only be updated by
		the System Administrator.
5.5.2	Balance Updates
5.5.2.1	Subscriber balance	The system should update the	M
	updates	subscriber balance after each
		B leg is completed, and
		when the final Leg A is
		terminated.
		If the subscriber's balance is
		above $7.00, he may place the
		next call.
		If the subscriber's balance is
		below $7.00, please see
		section 5.6.3.3
5.5.3	Prompting-
	Balance Updates
5.5.3.1	Update Call Balance	The system must play the	M
	Prompt	subscriber a two prompts
		letting the subscriber know
		his balance is being updated,
		then state the new balance.
		“Please hold while your
		balance is being
		updated.”
5.5.3.2	Below Minimum	After the completion of each	M
	Balance Prompt	leg B, the system will update
		the subscriber's balance. If
		the balance is less than $7.00,
		then the subscriber can not
		place the next call. If the
		scenario should occur, the
		system should play a prompt
		informing the subscriber and
		then terminate Leg A.
		“You current balance is
		below the minimum required
		balance, please contact your
		system administrator.”

Please Note: The system does not update the subscriber's balance until a call is completed, therefore there is a potential for a subscriber to obtain a negative balance. Depending on the length of the call will determine amount of the negative balance. Limited the total talk time per a single session, may reduce the risk of large negative balances.

Feature ID	Feature name	Description	M/HD/D
5.6.1	Dialing Restriction
5.6.1.1	International	The system should support	M
	Dialing	the international
		dialing standard
		(15 digits).

6. N n-Functional Requirements
6.1 Packaging Requirements

Webcall will be packaged and delivered on the TAS platform. As such there are no application specific packaging requirements.

6.2 Performance Requirements

The following outlines the performance requirements for the Webcall product.

Feature ID	Feature name	Description	M/HD/D
6.2.1	Performance
	Requirements
6.2.1.1	TUI Response	The TUI must provide a	M
		response time of <2
		sec 95% of the time in
		the busy hour. (time
		measured from DTMF
		input to start of
		response message or
		next prompt).
6.2.1.2	Web GUI	The Web GUI must
	Response	provide an application
		response time of <5 sec.
		95% of the time in
		the busy hour
6.2.1.3	MDI Response	The MDI must provide	M
		a response time of <3
		sec 95% of the time
		in the busy hour

6.3 Installation Requirements

The following outlines the installation requirements for the Webcall product.

Feature ID	Feature name	Description	M/HD/D
6.3.1	Installation
	requirements
6.3.1.1	Separate System	The basic system hardware	M
	and Application	and operating software
	Installs	must be able to be
		installed prior to
		the Webcall application
6.3.1.2	Scripted	All Webcall installation	M
	Application	should be accomplished
	installation	via automated scripts.
6.3.1.3	Application	All application software	M
	Software	should be installed
	Installation	from CD ROM or Network

6.4 Maintenance Requirements

The following outlines the maintenance requirements for the Webcall product.

Feature ID	Feature name	Description	M/HD/D
6.4.1	Maintenance
	requirements
6.4.1.1	Software	Software back ups may	M
	Back Ups	be backed up to
		network or CD ROM
6.4.1.2	BackUp and	System restore process	M
	Restore	should not EXCEED 2
		hours
6.4.1.3	Hardware	That ability to manage	M
	Test	T1, network control,
		network host table,
		and ARP should be
		available, at a minimum,
		via a command line
		interface.

6.5 Documentation Requirements

The following documentation is required for Webcall.

Feature
ID	Feature name	Description	M/HD/D
6.5.1	User Documentation
6.5.1.1	Subscriber Quick	One page tool that allows	M
	Reference Guide	the subscriber to quickly
		navigate the through Webcall
6.5.1.2	User Guide -	Detailed document outlining	HD
	Organization	how to add, modify, delete
	Admin	subscribers; create reports;
		etc.
6.5.2	System	Detailed document outlining	M
	Administrator	how to manage system health
	Guides	and perform overall system
		administration.
6.5.2.1	Installation	One page tri-fold card that	M
	Card	explains how to install the
		system. (Customer will
		provide sample document)

6.6 Training Requirements

There are no Training requirements for the Webcall initial release.

7. Future Enhancements

Future enhancements will be identified at a later date under a separate project.

Feature
ID	Feature name	Description	M/HD/D
7.1	Language
7.1.1	Spanish Language -	The web interface will	M
	Web Interface	need to be translated
		to Spanish
7.1.2	Spanish Language -	The prompts will need	M
	IVR	to be translated to
		Spanish
7.2	Conferencing
7.2.1	Web initiated	The application will be	M
	Conferencing	required to initiate a
		multiparty from a web
		initiated call.